Vivint Smart Home Security

May 8, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2011           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has been attempting to cancel her account since July 2014, and that she recently sent a notice of cancellation but that Vivint has still not cancelled her account.  Ms. [redacted] desires cancellation of her agreement without paying the $140.00 that her account is overdue. A representative from Vivint has contacted Ms. [redacted], in an effort to resolve this concern.  Vivint’s records show that Ms. [redacted] fulfilled the initial term of her agreement in January 2015.  Ms. [redacted] provided Vivint with a notice of cancellation on April 22, 2015, but had a past due balance on her account in the amount of $[redacted].  Vivint will forgive the past due balance and will cancel the account at this time, per Ms. [redacted]’s request.  Ms. [redacted] has no further contractual obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Will refine if account is not canceled or refund is not given to me. As of now account has not been canceled and no refund has been submitted to my bank account.
Sincerely,
[redacted]

April 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted]  Date of Agreement: July 30, 2008            To Whom It...

May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

After looking in my junk box I noticed there is one in there. But I would not call that superb customer service, a phone call seems more legitimate especially this far in escalation. I do not need help setting up the sensitivity. When they came out to replace the camera this was done as well as two other times that I called it has also been reset. I did email a rep who reached out last week and she scheduled to have someone come out July 17th to recheck them. The 17th is a long way out but this seems to be a lose lose with this company so right now i'll take whatever crumbs they throw out. Their idea of customer service is a joke and if an email is their idea of serving a customer then they all need a lesson and training in customer service. Absolutely dissatisfied with this company and I hope others read these complaints before they get suckered in to this scam. Since my issues with this company started I have been reading reviews and it looks like i'm not alone. If this issue is not resolved I will not hesitate to seek legal help. All i'm asking for is my cameras to work properly in a timely manner and i'm getting the run around. This is not right and vivint should be ashamed!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

July 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted]Date of Agreement: June 21, 2007 To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and...

appreciate the opportunity to respond. Mr. [redacted] states that he has documents confirming he made payments to Vivint in April and May, but that Vivint claims his balance is past due. He requests that Vivint accept copies of the cleared checks in order to update his account balance.Vivint confirms that it received checks from Mr. [redacted]. However, the check posted on April 15, 2016, in the amount of $46.00, has since been cancelled. Mr. [redacted] may provide copies of the cleared check and/or bank statements to address this matter. Please send all documentation to [email protected] for review. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:The Vivint representative and I came to an agreement that I did/ would still like to accept, but I was told I would receive a CREDIT of 148.99 and have my account canceled. I checked my account this evening and found that instead of a credit I was charged $148.99. I will be calling to get this resolved first thing in the morning, but did not want my complaint to expire, as it has taken Vivint long periods of time to resolve mistakes in the past. If Vivint holds true to their original resolution, I will consider this matter resolved at that time.
Sincerely,
[redacted]

February 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 8, 2013          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that he was misled by a Vivint representative regarding the term of her agreement, and now she is unable to cancel the account without penalty. Ms. [redacted] desires the cancellation of the account without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on August 8, 2013. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Vivint has included a copy of this Agreement with their response. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 11, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 7, 2010                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel her account and waive the past due balance of $215.96.   Vivint’s records show that on July 7, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on September 9, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite the above information, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

February 15, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2013           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 17 2016          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that her Vivint camera needs to be relocated to ensure it provides optimal security.  Ms. [redacted] is currently located in an apartment. Ms. [redacted] desires her Vivint outdoor camera be relocated above her neighbor’s window, on the adjacent property. Vivint is requesting written consent from the Apartment Manager allowing us to relocate her camera. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Darrell T[redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. T[redacted] and appreciate the opportunity to respond. In his complaint, Mr. T[redacted] alleges that he has had multiple complications with the billing of his Vivint account, and that he has been inconvenienced by these complications.  Mr. T[redacted] desires a refund of all monies paid to Vivint in the past year. Vivint’s records show that, prior to Mr. T[redacted]’s request for a deferment of his payments, his billing account was three (3) months past due.  Vivint charged Mr. T[redacted] for the past due balance, and then refunded that payment to Mr. T[redacted].  Mr. T[redacted] was again charged the past due balance because it was an amount owed to Vivint for service during the term of his Agreement.  In an effort to assist Mr. T[redacted], Vivint refunded him this payment as well.  At this time, Vivint has refunded Mr. T[redacted] and has forgiven the past due balance owed.A representative from Vivint has been in contact with Mr. T[redacted] in regards to this matter.  Mr. T[redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  Vivint will not refund Mr. T[redacted] for all months of service rendered, but will also not hold him responsible for the remainder of his Agreement, or for the equipment at his home.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael G[redacted] Vivint Account #:  [redacted] Date of Agreement: August 8, 2012           To Whom It May Concern:I have...

reviewed the information provided by Mr. G[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. G[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. G[redacted] satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2007        To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he was unaware of Vivint’s $99.00 move fee. Mr. [redacted] further states that on November 21, 2017 Vivint removed $204.79 from his bank account and on December 20, 2017 Vivint removed $200.50 from his banking account causing a $33.00 over draft fee.  Ms. [redacted] desires a refund in the amount of $233.50. A refund in the amount of $233.50 is not warranted at this time. However, I have refunded Mr. [redacted] in the amount of $134.50.Vivint’s moves policy found on https://support.vivint.com/how-to/moves-policy state:If you have been a customer for at least a year and you sign a new agreement for your new residence, the moving fee will be waived. If you choose to remain under your current agreement, you will be charged a $99 move fee. If you have been a customer for less than a year, a $99 move fee will be charged. Vivint will provide you with a “like for like” system in your new residence, meaning we will provide the same number of protection points.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: I was told by the installer I could not cancel for a year and when I called 6 months afterwards to inquire cancellation, I was given the same answer. Not knowing of a 5 year agreement or my credit was ran. Cancelling out of Goodwill is great, because I never signed up for this service. So cancelling should be warranted and a refund for the money that I paid. The contract that was signed on my behalf and my credit check is pure fraud. I never agreed to anything and was misled by two of your employees. I paid almost $1000.00 because I was under the impression I could not cancel for a year. Because your employee told me that. I have always believe in doing the right thing and live by those values. I am in the right here. I NEVER agreed on paper or by words from my mouth to run my credit or a 5 year agreement. I hope you can understand my frustration with this situation and your response.
Sincerely,
[redacted]

September 30, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 24, 2014                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she can no longer afford the Vivint security system at the price she is currently paying. Ms. [redacted] requests cancellation of her account or a lower monthly payment.   In an effort to assist Ms. [redacted], Vivint has agreed to lower her monthly payment by $20.00. Effective immediately, her monthly rate is $43.99.   Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on July 24, 2014.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $63.99 each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’ representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     Due to the information above, cancellation at this time is not warranted. However, as previously stated, her monthly rate has been lowered as requested.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that the account was cancelled on November 7, 2017, per the customer’s request. Mr. [redacted] is under no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled on March 1, 2017. Ms. [redacted] has no financial obligation with Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June...

12, 2015                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had multiple complications with her security system that have not been resolved despite many service visits, and that Vivint will not let her cancel her Agreement without penalty. Ms. [redacted] desires cancellation of her Agreement without penalty. At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records confirm that Ms. [redacted] signed her Agreement on June 12, 2015, with an initial term of forty-two (42) months and a monthly services fee of $64.99, plus any applicable taxes, during that term.  The signed Agreement states that Vivint does not warrant that the system will always operate (Section 3), so Vivint does not believe the Agreement was breached.  However, Vivint agrees to the above resolution due to Ms. [redacted]’s multiple efforts to resolve problems with the system.  Ms. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: Vivint breached out contract by failing to close my father's account for two years despite numerous requests by me to close it. Additionally, Mr. W[redacted]'s response fails to mention that Vivint not only incorrectly damaged my father's credit by sending the account to collections for 9 months, but the company kept $250 that should've been refunded to us in September 2014.As this has taken two years and an email to Vivint's CEO to even get this far, and Vivint's actions were deceptive and deceitful by keeping money due to us for two years AND sending the account to collections, I want my account closed ASAP with no early termination fee. This is the third time I've asked for my account to be closed this week. Vivint continues to drag this out despite my making this request in writing three times now. If the company refuses to waive the early termination fee despite its obvious and blatant errors, I want to know how much the early termination fee is--in writing--MINUS the $250 the company owes my family, and I intend to contact the state attorney general next regarding the company's deceptive business practices. 
Sincerely,
[redacted]

Vivint has satisfied my request. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]